Bogus charges
Checked in, everything fine. Left the room multiple times after check in. Food, visit friends, etc. nothing major good or bad about the room. Minus that my son noted it smelled like” old peop... more
Checked in, everything fine. Left the room multiple times after check in. Food, visit friends, etc. nothing major good or bad about the room. Minus that my son noted it smelled like” old people” Checked out.
Was charged $150 fee for smoke clean up. When I call Steven at the front desk said that no one left that room at all and the was smell of weed on the floor. Was told that that he knocked and tried to call the room. No one answered. By “process of elimination” Steven determined that weed was being smoked in the room. Nothing was said upon check out about what transpired or that the additional charge was been added.
I asked for a receipt notes what was charged when I didn’t receive it I called back and spoke again to Steven. Who then changed stories saying that the charge came because the following day housekeeping and himself smelled cigarette smoke upon checkout. When I questioned how a charge could be added with no actual evidence or proof of wrong doing and it only based off an opinion of someone entering the room 12-14 hours after the original smell of weed. And why the smell of weed then turned to the smell of cigarettes. Steve became very rude saying he was too busy to deal with this issue. When I then mentioned that I had documentation in the form of receipts and time stamps on driving gps that no one was in the room at the time of them smelling the initial weed smell. He promptly hung up. I will be escalating this to management and the corporate office. Stay away from this place, plenty of competition rate and places to stay in the area. DON’T choose this one! less
Best Western Executive Inn and Suites Management, General Manager at Best Western Executive Inn & Suites, responded to this review
N440UUtiffanyw,
Thank you for taking the time to leave us a review. I would like to note up front that we typically charge $250 for smoking in the rooms, and not $150. Stephen spoke with several other guests on the same floor who noted that they had not been smoking and when opening their doors, no additional odor entered the hallway. The only room that Stephen was unable to contact was your room. Stephen attempted to knock and call the phone several times to make contact but was unsuccessful. Yes, it was noted that the room smelled of marijuana the next morning when housekeeping entered the room for cleaning. And, yes it can smell as such after that many hours. You ask how someone can be charged without proof of any wrongdoing - there are communities surrounding Colorado Springs that do allow for the use of recreational marijuana; however, the city of Colorado Springs remains as medicinal use only. In addition, the hotel has enforced a policy that allows for the charge of $250 if there is any indication of a guest violating this policy, the charge will be applied automatically, and there are no exceptions. This policy was signed at check-in. Based on the findings of both Stephen and the housekeeping staff the following morning, there was enough indication of smoking in the room that validating an applicable charge. The time in which you checked out has no bearing on the charge or the odor left behind.